Director of Virtual Branch

Bridgeway Credit Union•Albany, GA

3d•$55,000 - $65,000

About The Position

Bridgeway Credit Union is seeking a hands-on leader to direct its phone, messaging, and virtual-service channels. The Director of Virtual Branch connects employees, technology, and analytics to provide timely, accurate, and welcoming member service. This working leadership role stays close to daily workflows, coaches employees in the moment, independently resolves problems, and supports consistent team performance. The position reports to the Executive Director of Branch Operations. The Director owns channel performance, staffing and workflows, service quality, escalations, employee development, operational continuity, account and lending support, and compliance. Success means members receive timely and understandable assistance, employees receive clear expectations and consistent coaching, leadership receives actionable analysis, and recurring operational problems are addressed at their source. The role involves regular communication by telephone, video, messaging, email, and in person; extended use of computers, headsets, phone systems, dashboards, and office equipment; and responding to operational needs outside the normal schedule when authorized and necessary. The employee must protect confidential member, employee, security, and organizational information. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

At least three years of progressively responsible banking, credit union, financial-services, contact-center, or closely related experience.
At least two years of supervisory, team-lead, coaching, or people-management responsibility.
Demonstrated experience using contact-center metrics and technology to improve service or workflow.
High school diploma or equivalent; relevant college education or specialized training may strengthen qualifications.
Call-center analytics and workforce-management skills to connect data to practical decisions.
Skills in coaching, training, performance management, and difficult conversations.
Confidence using phone systems, messaging platforms, spreadsheets, dashboards, and digital tools.
Ability to explain complex information clearly and provide thoughtful, accurate assistance.
Discretion, emotional regulation, and fact-based decision-making in challenging situations.
Ability to balance service speed, quality, member care, risk management, and employee development.

Nice To Haves

Leadership experience in a credit union or community financial institution.
Experience with modern operating systems and tools, integrated phone systems, a core banking platform, digital account opening, or comparable tools.
Bachelor’s degree or an equivalent combination of education and directly relevant experience.

Responsibilities

Direct phone queues, electronic messages, staffing, schedules, workflows, service levels, and escalations while balancing speed, quality, member care, and risk.
Analyze call-center and digital-channel results, including volume, abandonment, response time, queues, schedules, and quality; identify root causes, implement documented corrective actions, and prepare concise reports with results and next steps.
Train, develop, evaluate, and hold employees accountable for service quality, accuracy, attendance, productivity, professionalism, and follow-through; set expectations, provide feedback, and address difficult conversations respectfully.
Maintain working mastery of phone systems, core processing tools, messaging platforms, knowledge resources, spreadsheets, dashboards, and other department digital platforms.
Review service interactions for accuracy, professionalism, member care, appropriate authentication, documentation, and compliance with assigned procedures.
Resolve escalated member concerns and coordinate with frontline, lending, payment solutions, processing, compliance, and other departments to move issues toward resolution.
Partner with Human Resources on hiring, onboarding, scheduling, succession planning, performance reviews, recognition, and corrective action.
Maintain business-continuity procedures for technology outages, staffing shortages, high-volume periods, and urgent member-service needs.
Open personal and business accounts and review and approve new accounts and loans within assigned authority and credit union procedures.
Promote credit union products and services on digital platforms and explain options clearly to members.
Follow applicable policies and regulatory requirements, including member privacy, identity verification, BSA and AML responsibilities, OFAC requirements, fair-lending principles, and relevant consumer protections.
Communicate regularly by telephone, video, messaging, email, and in person, exchanging accurate information with or without reasonable accommodation.
Use computers, headsets, phone systems, dashboards, and office equipment for extended periods.
Respond to operational needs outside the normal schedule when authorized and necessary.
Protect confidential member, employee, security, and organizational information.